studying the effective factors on formation of customers’ e-loyalty in e-stores in iran

Authors

هادی تیموری

استادیار گروه مدیریت، دانشگاه اصفهان، اصفهان، ایران مریم گودرزوند چگینی

کارشناس‎ارشد مدیریت بازرگانی، دانشگاه اصفهان، اصفهان، ایران حامد غائیبی سدهی

دانشجوی کارشناسی ارشد مدیریت، دانشگاه شاهرود، سمنان، ایران

abstract

in the recent decade, given the importance of customer in online environment, creating loyalty has been proposed as an essential challenge for electronic stores. the present study focuses on the role of trust in order to facilitate the process of making e-customers loyal. to this end, a model was proposed that especially focuses on individual factors ( perceived usefulness, perceived ease of use and attitude toward use) and organizational factors (technology, organizational structure, organizational strategy, organizational culture, and business processes). an electronic questionnaire was designed to collect the required data and test the research model. the questionnaires were distributed using random sampling method `among the customers who had the experience of shopping from electronic stores in iran. two-hundred eighty nine accepted questionnaires were analyzed (with the acceptable reliability equal to 0.93). results of data analysis using structural equation modeling revealed that the selected individual and organizational factors except perceived ease of use and organizational culture are led to creation of e-trust in customers. and e-trust is effective on e-loyalty of customers.

Upgrade to premium to download articles

Sign up to access the full text

Already have an account?login

similar resources

influential factors of customer e-loyalty in iranian e-stores

گسترش سریع تکنولوژی و اینترنت مسیر شرکت ها را به نگهداری وفاداری مشتریان الکترونیکی معطوف کرده است. وفاداری مشتریان یک حوزه بسیار جالب برای شرکت ها می باشد و وفاداری مشتریان تاثیر مستقیم بر درآمد و سودزایی شرکتها دارد. با توجه به اهمیت وفاداری مشتری، ما به جستجوی سه مشکل اصلی تحقیق پرداختیم که آن ها مهمترین موانع برای حفظ حیات کسب و کارهای اینترنتی هستند که عبارت از تعویض های متعدد مشتری، هزینه...

15 صفحه اول

the impact of e-readiness on ec success in public sector in iran the impact of e-readiness on ec success in public sector in iran

acknowledge the importance of e-commerce to their countries and to survival of their businesses and in creating and encouraging an atmosphere for the wide adoption and success of e-commerce in the long term. the investment for implementing e-commerce in the public sector is one of the areas which is focused in government‘s action plan for cross-disciplinary it development and e-readiness in go...

the effect of e-64 on the developmental competence of sheep cocs during in vitro maturation

in the present study, the effect of e-64 at different concentrations (0.5, 1, 5 and 10 µm) added to (1) the ivm medium on oocyte nuclear maturation and developmental competence of ovine oocytes, and (2) to the ivc medium on embryonic development of ovine embryos were investigated.

Prioritizing Factors Influencing the Formation of E-Loyalty in Users of the Tehran Stock Exchange

Developing the e-services has directed organizations to aspire to achieve more market share in the competitive market. Consequently, they must present their services in such a system that customers return to the website and apply the e-services of that organization. This matter has become a serious challenge in this field and has generated a notion such as e-loyalty that various factors affect ...

full text

a survey of e-loyalty effective factors and barriers to e-banking services in private banks customers in golestan province

the current study aims to identify the effective factors and barriers to loyalty in electronic banking services in the private banks customers. for this purpose, a survey was done with a questionnaire sampling from 420 customers of private banks in golestan province, who have used electronic banking services in 2011. the results indicated that seven factors including preference, customer satisf...

full text

Investigating the Impact of Combining Traditional and Online Factors on Customers’ Trust in E-Banking and E-Commitment (The Case of Customers of Mellat Bank, Shiraz Branch)

Nowadays, new technologies have changed the methods of serving customers in many service organizations. Service in the banking industry has been influenced by International Communication Technology (ICT) developments in essential ways. Nowadays the importance of websites and their unique features in provision of services to customers is increasing. However, traditional methods of banking with d...

full text

Hosted on Doprax cloud platform doprax.com

copyright © 2015-2023